Why Choose Us Townsville City Council is the largest local government authority in Northern Australia. We are committed to creating value by growing Townsville through driving economic diversity and generating an enriching lifestyle.
Our organisation provides and maintains close to $9 billion worth of community assets including water and wastewater network and treatment plants, bridges, drainage, roads, waste management, community facilities, sporting venues and more.
We contribute to an active lifestyle for our residents and visitors through events, providing recreational facilities, protecting the natural environment and heritage, while creating a mentally and physically healthy city.
We are driving economic diversity and cultivating an enriching lifestyle, growing a city for this and future generations by building a vibrant, sustainable and innovative city.
Council's vision is for Townsville to be a connected, lifestyle driven and innovation focused city while continuing to deliver service excellence and to be led by our community to create an exciting today and future.
Our Vision: A globally connected community driven by lifestyle and nature.
Our Purpose: Grow Townsville
Our Values: Safety, Excellence, Respect, Value, Enjoyment
About The Role The Team Manager Customer Experience will lead frontline customer services and lead ongoing customer experience transformation to support our purpose of Growing Townsville and delivering our Corporate Plan. The position will champion the Customer Experience agenda ensuring it is embraced by all functions and that there is alignment among team members, partners, processes, policies and technology around customers. This role serves as the primary Voice of the Customer and advocates for the customers' needs throughout the organisation.
Council has a significant transformation agenda and the Team Manager Customer Experience will be heavily involved in reshaping how Council supports the community in a sustainable way.
About You The ideal applicant will have significant experience as a senior customer focused leader in a complex organisation leading multi-channel contact centre operations, including workforce management, cash handling and receipting, training, operational reporting and analysis. With proven experience in strong financial and budget management, balancing and negotiating available resources to deliver excellence in customer experience and managing the performance of community assets and lifestyle with statutory and legal obligations.
How To Apply Your application can be submitted through the 'Apply' button. Please include a cover letter (maximum 2 pages), outlining how your skills, qualifications and experience would allow you to achieve success in this role. We also will require your resume and attached copies of any licences and qualifications as per the key requirements of the role.
For Further Information Review The Position Description. Closing Date: 11.45pm, Sunday 17th November 2024.
What We Offer 4 weeks annual leave10 days Personal/Carers Leave14 weeks paid Parental LeaveDomestic and Family Violence LeaveNatural Disaster LeaveLong Service Leave available pro rata after seven yearsSalary Sacrifice opportunitiesLearning and Development opportunitiesFitness Passport program offering discounted membership to selected gym, pool, and yoga facilitiesEmployee Loyalty Program offering discounts at selected local businessesEmployee Assistance ProgramThe Council contribution to employees' superannuation for contributing employees shall be 13.5% of the employees' ordinary time earnings subject to the employee contributing a minimum of 6% of their ordinary time earnings.We are committed to creating a safe and inclusive workplace where diverse styles, backgrounds, experiences, and perspectives are valued, encouraged, and respected. People from diverse backgrounds (including but not limited to, Aboriginal and Torres Strait Islander, people with diverse gender identities and sexualities, people from different cultural and linguistic backgrounds, people with disability, and veterans) are encouraged to apply!
If you need any adjustments to be made to the recruitment process or if you would like to discuss any accessibility requirements, please contact ****** or phone 07 4727 9004 for a confidential discussion.
Attachments N00334_Team Manager Customer Experience_Approved_30102024_PD.pdf #J-18808-Ljbffr